IT service desk, Helpdesk Analyst

As a Help Desk Analyst at Exela, your role will involve being the initial point of contact for both internal and external customers seeking technical assistance. You will interact with customers through various channels such as phone, email, chat, and ticketing system. Your responsibility includes effectively communicating with customers to understand their issues and needs. It is crucial to demonstrate patience, empathy, and understanding at all times to ensure customers receive timely and respectful assistance. Key Responsibilities: - Multitask efficiently to handle multiple issues simultaneously. - Follow standard help desk procedures to capture, validate, resolve, and triage user queries or issues. - Engage in Request Fulfilment by delivering services to customers such as Access Management. - Participate in Incident Management to ensure timely and effective handling of reported incidents. - Engage in Event Management by monitoring all events in the IT infrastructure, logging and recording events, and escalating issues requiring intervention. Qualifications Required: - Basic knowledge of ITIL Service Operations (Incident Management, Problem Management, Change and Release Management). - Understanding of SOX and IT general controls. - Bachelor's degree in an IT-related field preferred. - Strong customer service ethos and ability to work well with people. - Excellent communication skills. - Knowledge of call tracking applications. - Fundamental understanding of IT infrastructure, networking, and software. - Experience in troubleshooting and providing help desk support. Join Exela's team as a Help Desk Analyst and be part of a global leader in business process automation, providing digital transformation solutions to a diverse range of customers across various industries.,